Service Standards - Shrewsbury Leisure

We will:

• Ensure our staff have the skills and expertise to provide you with a safe rewarding and pleasurable experience.
• Provide a friendly welcoming and polite service.
• Ensure that our staff wear official uniform/identification so that you know who you are dealing with.
• Provide you with access to a senior member of staff (Duty Manager) throughout all operational hours.
• Never discriminate against you on the grounds of race, religion, gender, sexuality, disability, ability or age.
• Provide you with easy to understand, useful and accurate information.
• Provide information in languages other than English and in other formats by prior arrangement.
• Arrange an interpreter or language signer by prior arrangement.
• Consult you and respond positively to your views as our customer
• Strive to provide facilities, services and activities that satisfy your expectations.
• Provide clean, comfortable, well presented and adequately equipped facilities.
• Provide you with and develop your opportunities for participation in a wide range of sports, play and Leisure activities.
• Handle your enquiries in a caring and efficient manner.
• Answer phone calls promptly within five rings during normal operating hours.
• Deal with your written comments and complaints sensitively within ten working days.
• Acknowledge your written compliments within ten working days.